Supporter Experience Supervisor (INTERNAL ONLY)

Internal vacancy

The RNLI actively promotes continuous development within the organisation and is only seeking applications from current RNLI employees and volunteers at this time.  If this position is not filled internally it may be re-advertised openly.  #LI-DNI

About us

Our purpose is simple: to save lives at sea. 24 hours a day, every day, RNLI lifesavers are ready to launch to the rescue.

We’re looking for a Supporter Experience Supervisor to join our existing team where the main role is to provide excellent customer service to all RNLI supporters and enquirers along with supporting the team to ensure the RNLI is the most loved and best supported charity.

Your role

As a Supporter Experience Supervisor, you will be tasked with focusing on the following areas:

• Line management of the Supporter Experience Officers, Customer Experience Officers and Experience Team Officers.
• Assisting with the quality monitoring, training, and development of the team.
• Assist, when necessary, with the main experience duties to ensure the team meet both engagement and stewardship targets to agreed deadlines as well as delivering against performance indicators and service level agreements.
• Respond to letters and emails of all nature including all levels of complaint – handling with empathy and care.
• Maintain working knowledge of processes and be able to efficiently use a number of different systems to deliver support in a fast-paced environment.

About you

You will have proven line management experience with excellent customer service skills ideally with a Contact centre background. You will also have experience of working within a pressurised and varied environment. Experience of complaint resolution is also essential along with a proactive team approach, attention to detail, and strong verbal and written communication skills.

To be considered as the Supporter Experience Supervisor you will need:

• Educated to GCSE standard, or equivalent – English essential.
• Proven customer service skills.
• Experience in working people management.
• Contact Centre experience desirable
• Experience of working in a fundraising environment would be beneficial, as would a working knowledge of databases.

Other organisations may call this role Call/Contact Centre Team Leader  

So, as a Supporter Experience Supervisor you might have experience in a sales or a customer service environment working with databases and working to targets. If you want to see how your skills and your love of customer service support’s our organisation’s aim to reduce drowning, this could be the role for you. Please apply via the button shown.

Safeguarding

The RNLI is committed to safeguarding; protecting a person’s health, wellbeing, and human rights, enabling them to live free from harm, abuse, and neglect. We expect all employees and volunteers to share this commitment and have a zero-tolerance approach. The suitability of all prospective employees and volunteers will be assessed during the recruitment process in line with this commitment. This will include relevant criminal record checks being carried out dependent on the eligibility of the role. (England & Wales; DBS check, Scotland; Disclosure Scotland PVG, Northern Ireland; Access NI, Republic of Ireland; Garda Vetting; International, International Child Protection Certificate process).

Diversity at the RNLI

Our staff and volunteers have been saving lives at sea without prejudice for 200 years. We respect and value diversity of background, skills and perspectives within our teams, and consider it essential to help us deliver a world-class lifesaving service. We are an inclusive organisation and welcome applications from everyone. In addition to having the skills needed for the role, we also look for applicants who share our commitment to living our RNLI values (trustworthy, courageous, selfless, and dependable), and helping us work towards Our Vision: To save Every One.